Service Requests, Compliments Sample Clauses

Service Requests, Compliments. Complaints Contractor shall be responsible for the prompt and courteous attention to, and prompt and reasonable resolution of, all Customer service requests and Complaints. Contractor shall record, in its computer system or a separate log, as directed by Authority Contract Manager, all Complaints, noting the name and address of Complainant, date and time of Complaint, nature of Complaint, and nature and date of resolution. The Contractor shall retain this Complaint log for the Term. Upon request by the Authority Contract Manager, Contractor shall compile and submit a summary statistical table of the Complaint log. Contractor shall respond to all Complaints received in accordance with the requirements of Section 4.11.1.B, and 4.11.1.C. Complaints related to missed Collections shall be addressed in accordance with Section 5.11. Complaints related to repair or replacement of Carts or Bins, shall be addressed in accordance with Section 5.7.E. For Complaints received in which the Person alleges that an entity is in violation of SB 1383 requirements, Contractor shall document the information listed in Exhibit D. Contractor shall provide this information in a brief Complaint report to the Authority for each SB 1383-noncompliance Complaint within seven (7) days of receipt of such Complaint, and a monthly summary report of SB 1383-non-compliance Complaints in accordance with Exhibit D. Upon Authority request, Contractor shall conduct follow-up inspections and/or outreach to the violating entity, and shall document the information in the reports provided pursuant to Exhibit D. 4.12 Access to Customer Service and Billing Systems

Service Requests, Compliments. Complaints Contractor shall be responsible for the prompt and courteous attention to, and prompt and reasonable resolution of, all Customer service requests and Complaints. Contractor shall record, in its computer system or a separate log, approved as to form by City Contract Manager, all Complaints, noting the name and address of Complainant, date and time of Complaint, nature of Complaint, and nature and date of resolution. The Contractor shall retain this Complaint log for the Term. Upon request by the City Contract Manager, Contractor shall compile and submit a summary statistical table of the Complaint log. Contractor shall respond to all Complaints received in accordance with the requirements of Section 4.10.1.B, and 4.10.1.C. Complaints related to missed Collections shall be addressed in accordance with Section 4.10.3. Complaints related to repair or replacement of Carts or Bins, shall be addressed in accordance with Section 5.6.E. Contractor shall separately address any Complaints received in which the Person alleges that an entity is in violation of SB 1383 requirements, in accordance with the procedure in Section 4.14.D.